Refund & Dispute Policy

This Refund and Dispute Policy governs the procedures for processing product returns, contested transactions, and commercial disputes arising on the Asap Stack platform, operated by Asapstack Technologies on shelf.co.ke. This policy applies to all Shop Owners, Micro-Vendors, and Counter Attendants who conduct transactions through the platform.

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1. Nature of Platform Transactions

Asap Stack is a software intermediary. All goods sold through the platform belong to and are the responsibility of the individual Micro-Vendor whose inventory is listed. The Company does not own, warehouse, or fulfil physical merchandise. Refund and return decisions for physical goods are therefore a matter between the customer and the relevant Micro-Vendor, with the platform providing the transparent digital record and ledger mechanism to process such adjustments.

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2. Point-of-Sale Returns

2.1 Logging a Return

When a customer requests a return at the physical exhibition stall or shop, the Counter Attendant processes the return through the Asap Stack checkout interface. The return is logged as a negative transaction against the original sale record, creating a complete, time-stamped audit trail that includes:

• The original order reference number
• The item(s) being returned and the quantity
• The reason for return (as entered by the Attendant)
• The Attendant's User ID authorising the return
• The timestamp of the return event

2.2 Eligibility for Returns

Returns are subject to the return policy set by the individual Micro-Vendor whose goods are being returned. Asap Stack does not mandate a universal return window. Micro-Vendors are responsible for communicating their return policy to Shop Owners and Attendants. Asap Stack provides the tools to process and record any return that is authorised by the relevant parties.

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3. Ledger Balancing on Returns

3.1 Vendor Ledger Adjustment

Once a return is logged and confirmed, the platform automatically reverses the corresponding revenue entry in the affected Micro-Vendor's digital ledger. This means:

• The sale amount that was credited to the vendor's ledger upon the original transaction is reversed.
• If a commission was already deducted and remitted to the Shop Owner, the commission adjustment is calculated against the vendor's outstanding balance.
• The vendor's real-time ledger balance reflects the net position after the return is applied.

3.2 M-Pesa Refunds

Where the original customer payment was made via M-Pesa STK push, refunds to the customer are processed manually and must be initiated by the Shop Owner or authorised personnel. The platform records the refund instruction and the refund amount within the transaction audit trail. Asapstack Technologies does not initiate or hold M-Pesa refund funds directly.

Refund processing timelines are subject to Safaricom M-Pesa's own processing schedules. The Company explicitly disclaims liability for any delays arising from Safaricom infrastructure downtime during a refund transfer (see Terms of Service §6).

3.3 Shelf Rent Deductions

Returns do not automatically reverse shelf-rent deductions that have already been applied to a vendor's ledger for the billing period. Rent obligations are based on the occupancy of the physical shelf space and are independent of individual sale or return transactions.

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4. Dispute Resolution

4.1 In-App Disputes

Disputes regarding ledger entries, commission calculations, or return adjustments should be raised first through the platform's in-app support channel within 7 days of the disputed transaction. Both the Shop Owner and the Micro-Vendor will receive a notification and the platform audit trail will be made available for review.

4.2 Email Escalation

If a dispute cannot be resolved through the in-app channel within 5 business days, either party may escalate to Asapstack Technologies directly at:

4.3 Formal Arbitration

If email escalation does not resolve the matter within 30 days of written notice, the dispute shall be referred to binding arbitration under the rules of the Chartered Institute of Arbitrators (Kenya Branch), consistent with the governing dispute resolution framework in our Terms of Service (§9). The seat of arbitration shall be Nairobi, Kenya, and the proceedings shall be conducted in English.

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5. Fraudulent or Disputed Chargebacks

In cases where a customer disputes a payment directly with their mobile money provider or bank, the platform will cooperate with the relevant financial institution by providing the transaction audit trail as evidence. Asapstack Technologies reserves the right to freeze a vendor's ledger balance pending the resolution of any active chargeback investigation.

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6. Policy Updates

This policy may be updated periodically. Any material changes will be communicated via the platform and reflected with an updated "Last Updated" date above. Continued use of the platform following any update constitutes acceptance of the revised policy.